Are You a Real Professional?
Understand the five key areas where real customer service professionals perform well..
The customer was just leaving the service counter and
said to the young man who had helped her, ‘You are a real professional.
Thank you.’
The young man blushed. To be called ‘a real professional’ is a very powerful
compliment. It’s not easy to achieve. Real professionals perform well in
five key areas:
1. Knowledge: Real professionals understand what other people want
and need, what their own products and services can provide, where and how to
get assistance, what’s changing in their own company and in the world of
those they serve. How good is your product, process, service and industry
knowledge? Want to improve? Read more, listen better, discuss with
others, get mentoring, get coaching, get going.
2. Skills: Real professionals are proficient and skilful. They know
how to do the right thing at the right time and in the right way. How good
are your hard skills (technical competence) and soft skills (getting things
done with people)? Need to improve? Study and practice new techniques, watch
the masters in action, get more training, get more qualified. Be really
good, then get better.
3. Attitude: Real professionals are more than technically bright.
Their enthusiasm is motivating and infectious. Customers feel assured by
their confidence. Colleagues are touched by their compassion. How powerful
is your attitude? Need to improve? Get clear about what turns you on and why
you care to serve. Align your values with your company’s goals, your
customers’ needs and your colleagues’ shared commitment. And watch your
mindset like a hawk. No whining when you should be shining.
4. Effort: Real professionals have a strong will and ambition to
succeed. They may be humble, but they are not shy about striving for
spectacular performance. These winners go the extra mile and help others
along the way. They push themselves and drive their teams to greater
achievement. And customers reinforce their effort with well-earned praise.
How strong is your
effort? Want to increase it? Then set big, bold goals and high, stretching
targets. Do something every day to move on, move up, move forward.
5. Relationships: The greatest professionals help other people move
into the future. They make suggestions to solve your immediate problem and
then give guidance to take you further. They anticipate your questions and
prepare answers in advance. They think about your success and give advice
that’s packed with value. Want to strengthen your relationships with others?
Learn to listen more closely for real concerns. Make offers without being
asked. Network with others in your company, your industry, your town. Lend a
hand whenever you can and be willing to receive one.
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